PIN - New Members

Does anyone else find when joining new members up get to the point where they transfer rays ,

But only to find they don't remember their PIN , and then was one time they forgot what email they use , i spent 3 days with a guy to help him join and still get same story , i explain to him how to get a new PIN and they send it to your email to reset it , but don't matter what i explain to him didn't do any good ,